Please note our systems are currently down for maintenance over the weekend and on Monday 12th October 2026.

This means our phone lines, web chat and webform will be unavailable during this time for updates on existing cases.

If you’d like to raise a new case with us during this time, please send it to info@housing-ombudsman.org.uk.

We’ll provide a further update for customers Monday 12th October 2026 here. We apologise for any inconvenience this may cause.

Decisions

We publish decisions as part of our commitment to being open and transparent.

Decision reports do not include residents’ names, but we name landlords. They date from December 2020, and we publish them 3 months after the final decision date.

In some cases, we will not publish a decision if it is not in the resident’s or landlord’s interest. Or if we will compromise the resident’s anonymity. You can read more in our guidance on decisions.

Date

(date from format: mm/dd/yyyy)
(date to format: mm/dd/yyyy)

Landlord Name

Landlord type

Complaint Category

Outcome

Tenure

Orders

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Midland Heart Limited (202121105)

The complaint is about the landlord’s handling of the resident’s requests: That the cleaners stop using bleach or strong chemical cleaning products in the communal areas outside her home. To be notified when communal works are to be completed, including gardening, window cleaning, and repairs. To be informed on what pest control measures the landlord was using and for it to stop using these measures, as she feels it is cruel and potentially harmful. The Ombudsman has also considered the landlord’s handling of the complaint.

One Housing Group Limited (202224679)

The complaint is about the landlord’s handling of: The resident’s reports of leaks to the property and subsequent damp and mould. The Ombudsman has also investigated the landlord’s complaint handling and communication with the resident.

Ongo Homes Limited (202219039)

The complaint is about the landlord’s response to the residents’ complaint about delays progressing their Right to Acquire application.

Optivo (now Southern Housing) (202212704)

The complaint is about the: Landlord’s handling of the reports of anti-social behaviour and noise disturbance. Landlord’s response to the resident’s request for the neighbour’s CCTV to be taken down. Landlord’s response to the resident’s request for the neighbour to move. The Ombudsman has also considered the landlord’s complaint handling.

Orbit Group Limited (202201763)

The complaint concerns the condition of the property at the start of the tenancy. The Ombudsman has also considered the landlord’s complaint handling.

Places for People Group Limited (202212799)

The complaint is about the landlord’s handling of reports of damage to the building, paving, and the management company’s response. The Ombudsman has also investigated the landlord’s complaint handling.

Portsmouth City Council (202224228)

The complaint is about the conduct of the landlord’s staff in relation to the: Handling of the resident’s request to move. Formal complaint.

Six Town Housing Limited (202225898)

The complaint is about the landlord’s response to the resident’s request for part of the communal garden to be separated for their sole use.

Southend-on-Sea City Council (202309595)

The complaint is about the landlord’s: Handling of repairs to resolve water ingress at the property. Handling of reports of mould. Communication with the resident. Complaint Handling. The Ombudsman has also considered the landlord’s record keeping.

Southern Housing (202211975)

The complaint is about the landlord’s handling of: The resident’s reports of defects in his property. The associated complaint.